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From start to finish I found Rathwood 10/10
I ordered an 8ft Malmo Artificial Pre-lit Christmas Tree. It was delivered within a few days and the quality of the tree is second to none, the quality is phenomenal and the placement of the lights perfect (the nicest tree I've ever owned)
Highly recommend A+
Always a pleasant and relaxed place to visit for food. Food is always great and very reasonable. Could do with maybe one more cocktail (to suit men) as the two on the menu seem to be aimed towards women.
Service for seating/paying can be slow at Times. Other than that it's definitely worth a visit
I purchased a christmas tree in November. I am very happy with it . I have purchased another tree today and some lights for next year. Alonso was very helpful and a quick and kind response to my email.
Alonso at Rathwood was very helpful with assisting us with our order, and made it a painless and pleasurable experience.
Thank you,
Roy Harper
Rathwood is an award-winning family run furniture store established in 1994. Located just outside of Tullow on the border of Carlow and Wicklow, Rathwood is only 1 hour from Dublin. Our Children’s Events, Beauty Boutique, Maze of Ireland, Animal park, Forest walks, Woodlands Train, Play Centre and Restaurant are just some of the exciting and different activities that visitors can avail of when they visit Rathwood.
Ireland
Jessica B very helpful in finding my tickets for the Cinderella panto.
Date of experience: 11 December 2024
I would absolutely never order from this company Rathwood ever again and would warn others to be careful. I ordered a Christmas tree on 18th November. When placing the order the tree was in stock and the payment taken from my card. Subsequently i was then advised that dispatch would not take place until 2nd December as the tree was not actually in stock. Had I known at this stage that i would still be waiting on the tree on 11th December I would have asked for my money back. Since 2nd December, I've been told of delay of 48 hours, further delays, dates constantly changing and now the expected dispatch date is the week before Christmas. I was offered a very poor alternative. This was such a bad experience and i think taking a persons money when the item is not in stock and no idea when it will be delivered is highly unprofessional. I would definitely not recommend.
Date of experience: 11 December 2024
Reply from Rathwood
Hi Caroline,
Thank you for taking the time to share your experience and for taking my call earlier. I sincerely apologize for the frustration and disappointment caused by the delays with your order.
We understand how upsetting it is to have your expectations set one way, only to face delays and changing timelines. This is not the level of service we aim to provide, and I regret that we fell short in this instance.
Regarding your order, we have now sourced the stand for your tree and are working to have it dispatched as soon as possible. I will personally ensure you are kept updated on the progress, and I’ll notify you the moment we have confirmation of its dispatch.
We value your feedback and will be reviewing our processes to improve transparency and communication, especially regarding stock availability and delivery timelines. Your experience highlights areas we must address to prevent similar situations for other customers.
Once again, I am deeply sorry for the inconvenience and disappointment this has caused. If there is anything further I can do to assist you in the meantime, please don’t hesitate to reach out.
Kind regards,
Rathwood Customer Care Team
So you welcome critical reviews? Like on Facebook? LIES! You blocked me there and deleted all my reviews so you can only showcase the good ones while I’m trying to warn people NOT TO DO BUSINESS WITH RATHWOOD.
In your below response you state that prices are locked in with Buy Now and Save to protect against market fluctuations? So you’re saying that I have to monitor your site constantly to see if my order has gone down in price from the time I bought it until before it ships? And if it happens to go down, I hand to cancel the higher priced order and rebook? Who has time to do that???
That’s just ridiculous as well as poor business practices. You’re just giving the impression that if it does happen to go down, you won’t notify customers of the price change so they can save a little money and make a good impression. You’ve adopted the “too bad, so sad, sucks to be you” attitude of corporate greed.
I fully intend to make it my mission to leave bad reviews about your lousy company, tell as many people as I can that you’re just a greedy business touting “Irish owned” but outsourcing your customer service to the Philippines, selling shoddy merchandise according to the other reviewers and business practices that don’t benefit the customer, only yourselves. You’re disgraceful- and I will not stop until everyone knows it.
Date of experience: 29 November 2024
Reply from Rathwood
Hi Ben,
Thank you for sharing your feedback. We have been in touch already to discuss this with you and responded to your other review. All your feedback has been passed onto the management team and will be reviewed internally.
- Rathwood Customer Service Team.
The customer service is awful. I received a damaged sideboard and sent them a message as soon as I unpacked it. They assured me they would issue me a replacement and collect the damaged furniture within a week. Nearly 3 weeks on I am still waiting. It's absolutely ridiculous at this stage I want my money back and no replacement because I dread this happening again. I have sent numerous emails and notes on the portal. My husband has called and is told we've escalated as urgent with the delivery company. And no one cab tell me when the delivery will be. I even sent a mail for this to be actioned as a formal complaint and I haven't heard back. I placed the original order at the start of November!! Thinking I'd have everything sorted for Christmas. I don't have room to put up my Christmas tree as this damaged piece of furniture is taking up the space.
Date of experience: 04 November 2024
***UPDATE 12/12/24: I just logged on to my online account, and it now says I'll have my order on the 8th January 2025! Now that really is a stellar service. "Next day" delivery become SEVEN WEEKS later!***
Original message:
I made a fuel order last month. Delivered on time; no problems. Then I receive an email promising 4 x bags of kiln-dried logs for any referral that nets them over €150. Note that the EXACT wording in the mail is: "You will get 50kg of free firewood delivered the next day!"
So, I say it to my father. He makes an order; he receives his fuel in a couple of days. Meantime, I get and hear nothing.
A week passes. I go online and raise a query only to be pointedly told to wait: it's 6-8 business days, they say. When I say that I was led to believe it would be delivered in a day or two, the agent replies that he doesn't know where I could have read that but I'd still have to wait.
Well, that was the 26th Nov. It's now the 10th December. Two whole weeks have passed. I wait almost half an hour to get through to an agent (Diana) on my break this afternoon, and she informs me that the reason I'm waiting is the wood is out of stock -- miraculously, it was in stock in larger supplies for my father, but not in stock for me 2 weeks ago. Stranger still, the supplies are to be replenished this afternoon of all times.
So, I asked if I should be expecting my delivery tomorrow in that case. No, she says: later this week or early next week. In other words, with no word of explanation, no apology, and no reasonable justification "next day" has morphed into three weeks, which roughly translates to "you'll get it when you get it".
A terrible way, dishonest way of doing business. I wouldn't order from them again.
Date of experience: 10 December 2024
Reply from Rathwood
Hi Edward,
Thank you for sharing your detailed feedback and taking my call, and we want to sincerely apologize for the delays and frustrations you’ve experienced with your referral reward. Your concerns are completely valid, and we deeply regret that our service has fallen so far short of expectations.
The referral reward wood is to be dispatched the next day and I can understand how frustrating it is to wait for this item.
Regarding the stock issue, I understand how it feels unfair that larger orders were fulfilled while you were left waiting. This was due to limited availability of specific promotional stock rather than our regular inventory, but that does not excuse the lack of communication and updates.
To address your immediate concern:
- According to our current information, your referral reward is expected to be delivered shortly after the restock. However, I completely understand how upsetting the revised timeline of January 8th must be, and I am escalating your case to prioritize a faster resolution.
- We will follow up and keep you updated on any changes to the delivery schedule.
We deeply value your business and trust, and we recognize that we have let you down in this instance.
Once again, we apologize for the inconvenience and disappointment caused. Please let me know if there’s anything further I can do to assist you.
- Rathwood Customer Care Team
Let me know if you'd like any adjustments.
Great customer service. I had to reschedule our booking and Ann H got back to me with a kind email to sort the change for us. Very easy process. Thank you, can’t wait for our visit
Date of experience: 10 December 2024
If I could give zero stars I would.
Do Not order your christmas tree off this company.
Promises 1-3 days for delivery. 2 weeks later and I still have no Christmas tree, blaming port delays and saying it will be delivered next week. Terrible service and will be getting a refund.
Date of experience: 10 December 2024
Reply from Rathwood
Hi Marie,
Thank you for your review. We are sorry to hear your order has been affected by the delays at Dublin port. Unfortunately this delay is something that is out of our control but we have been working with Dublin port to try get this delay resolved as soon as possible. I am very sorry to hear you have decided to cancel your order for a refund due to this, however we do under your decision in consideration of the item ordered.
We have sent you a request for further information so this can be looked into further for you to ensure there is no delay with your refund.
- Rathwood Customer Care Team
Shocking bad customer service. Ordered a Christmas tree meant to be here 6 days ago. Blaming port delays!
Tried to ring, waiting in a line for 30 mins and then cut off.
Will be getting a refund now as can’t wait any longer. No response to my emails today.
Date of experience: 09 December 2024
Reply from Rathwood
Hi Daphne,
Thank you for bringing this to our attention, and we sincerely apologize for the delays and the frustration you’ve experienced. We understand how disappointing it must be to wait for your Christmas tree, especially with the added inconvenience of long wait times on the phone and a lack of response to your emails. This is certainly not the experience we aim to provide.
While port delays have impacted the arrival of some items, we completely understand that this does not excuse the poor communication and service you have received. We are reviewing our processes to improve our response times and ensure that we can meet our commitments to customers.
We regret that this has led you to request a refund, and we completely respect your decision. This has now been brought to the attention of the finance team. If there is anything we can do to assist you further or resolve this, please feel free to reach out directly.
Once again, we apologize for the inconvenience caused and appreciate your patience during this time.
- Rathwood Customer Care Team
Decent logs at a good price. Also the Echo briquettes are great. Only problem with Rathwood is the customer service and deliveries. They have no idea when you will get the order and just say the delivery co will contact you to arrange a suitable delivery date. The delivery just arrives usually by a frustrated driver not happy to help.
Date of experience: 08 December 2024
Reply from Rathwood
Hi Mark,
Thank you for your feedback. We’re glad to hear you're satisfied with the quality of the logs and Eco briquettes.
We do apologize for the challenges you've faced with our delivery and customer service. We understand the importance of timely and helpful service, and we’re actively working to improve our communication and delivery process.
If you experience any further issues, please don't hesitate to contact us, and we'll do our best to assist you.
- Rathwood Customer Care Team
Amazing product & service provided. Fire wood can be expensive! Well wrapped & safely delivered. The driver phoned me to deliver it to the exact spot.
Came on a crate which will also be turned into firewood. Very prompt delivery for a good price. Im telling everyone about Rathwood.
Date of experience: 04 December 2024
I had to cancel on the day of our trip to Rathwood as we were all sick! Alonso was so helpful on the phone and it was no trouble to reschedule. We've been to Rathwood for Christmas twice before and are so excited to go again!
Date of experience: 07 December 2024
We had a great booking experience and especially from Jessica who rearranged our time slot. Unfortunately the day was a bit disappointing, it was very conveyor belt style and couldn't understand why santa didn't give the gift you were handed it after the show. Very age innappropriate gifts. My 6 Yr old son was given a jigsaw for a 3 year old. Santa looked like a teenager and no atmosphere at all
Date of experience: 07 December 2024
Reply from Rathwood
Hi Rachel,
Thank you for taking the time to share your feedback about your recent experience. I'm glad to hear that your booking process, especially with Jessica’s assistance, went smoothly. I will be sure to pass along your kind words to her.
I’m truly sorry to hear that the visit itself did not meet your expectations. We strive to create a magical and memorable experience for all our guests, and I regret that we fell short in doing this. Your comments are very valuable, and I will ensure they are shared with our team to help us improve.
We appreciate your honest feedback and hope we have the opportunity to provide a better experience in the future. Should you have any further concerns or suggestions, please don’t hesitate to reach out.
- Rathwood Customer Care Team
Great day out with the family, awesome interactive show and lovely decorations and train ride both for Haloween and for Christmas
Alonso and Jessica were very useful when we needed to rebook our day out.
Date of experience: 01 December 2024
Reply from Rathwood
Hi Cristina,
Thank you for your positive feedback about event and team. We hope to welcome you soon!
- Rathwood Customer Care Team
Terrible service and lies and stories about port delays and congestion as the reason for not being able to deliver my fuel order which I still have not received almost 6 weeks overdue. DO NOT TRUST THIS COMPANY.
Date of experience: 06 December 2024
Reply from Rathwood
Hi Brian,
We have sent a request for further information from you so as that we can look into this further for you. Once obtained we will reach out to you directly to get this resolved as a priority.
Apologies for the delay you are experiencing with your delivery.
- Rathwood Customer Care Team
I have never dealt with more incompetent customer service. I bought a prelit christmas tree which is broke and I have been waiting for 2 weeks for a replacement and the old one to be collected. Constantly being told by their customer service team it's sorted yet I'm still in the same position. What a joke!! Would not recommend anyone to purchase anything from them!!! @rathwood
Date of experience: 06 December 2024
Reply from Rathwood
Dear Lorraine,
Thank you for your feedback and for bringing your concerns to our attention. I sincerely apologize for the inconvenience and frustration caused by the delays with your order.
I want to confirm that as your item has been returned in store and we were not able to source your replacement a refund has been processed as advised to Conor. You should see the refunded amount reflected in your account shortly.
Please do not hesitate to reach out if you have any further questions or if there’s anything else we can assist you with. Thank you for your patience, and I hope we have the opportunity to provide you with a better experience in the future.
Kind regards,
Rathwod Customer Care Team
Ordered a Christmas tree weeks ago for delivery on the 6th. Had a very excited 5 year old all ready to decorate the tree before the toy show only to be informed today that it wouldn’t arrive until Saturday. Took 5 attempts to get someone on the phone and while the person was pleasant I still won’t have the tree in time. Very poor customer experience. Steer clear!
Date of experience: 05 December 2024
Reply from Rathwood
Hi Aisling,
Thank you for your feedback and for providing your order information as this could be looked into further. I am sorry to hear you did not receive your Christmas tree in time for the toy show as anticipated. Unfortunately delivery dates are only organised once the stock of an item arrives in. It appears the dispatch date of the 6th may have led to confusion as this is the date we begin dispatching a product from rather than a set delivery date.
I can see you since decided to cancel your order for a refund due to this delivery date confusion to which we completely understand as you had required it for a specific date. I can confirm your refund has since been processed by our accounts department following your call with management.
Apologies again for the disappointing experience you had with your order.
- Rathwood Customer Care Team
Terrible service, disappointing as they are my go to for Christmas decorations. I ordered outdoor Christmas lights three weeks ago, the order is yet to be fully dispatched. What I ordered online became unavailable, I changed my order and still no dispatched order.
I leave messages via the customer portal, no replies. I tried to call, after 20mins your directed to a mailbox.
Extremely poor service.
Date of experience: 14 November 2024
Reply from Rathwood
Hello,
Thank you for your feedback. We are very sorry to hear of the issues you have been experiencing with your order that are yet to be fully resolved for you despite your attempts to contact us.
We do sincerely apologise for the lack of clear communication from our team regarding an expected delivery date of your order. Once the further information has been provided we will ensure that a member of our team reaches out to you directly to give you an immediate update on your order.
- Rathwood Customer Care Team
Really helpful team, dealt with a lovely customer service agent by the name of Jessica B who was more than helpful with assisting us in changing booking time for the event we had organised. Would highly recommend
Date of experience: 04 December 2024
Ordered a Christmas tree , lights and a tree skirt. To then be told I only pre ordered it. Then it will be back in stock on the 3rd of December (not to bad). To then get an email today saying delivery wont be this week it will be next week.
I’ve always gotten Xmas trees from rathwood and never had an issue till now. To spend nearly €200 on bad customer service, bad delivery timing and for my order to take 3 weeks to be delivered. If that will even be delivered since there’s so many delays
Date of experience: 03 December 2024
Reply from Rathwood
Hi Tara,
Thank you for your feedback regarding your recent order placed with ourselves. Unfortunately due to the delays beyond our control there has been a delay in the arrival of some of our Christmas tree stock arriving to our Warehouse. I am sorry to hear you were affected by this delay.
I can see you have since decided to request a refund due to these delays, and we completely respect your decision. This refund was passed to our accounts department to issue and I can confirm this refund has since been processed.
Once again, we are very sorry for the poor experience and appreciate your feedback, which helps us improve.
- Rathwood Customer Care Team
Avoid, items are not in stock and take ages to arrive in their warehouse and then even longer to be delivered. Really disappointing experience.
Date of experience: 03 December 2024
Reply from Rathwood
Hi Catherine,
Thank you for sharing your feedback, and we are truly sorry to hear about the delays and frustration you’ve experienced with your recent order. We understand how disappointing it is to wait for an item only to encounter delays in both stock availability and delivery. This is not the level of service we aim to provide, and we deeply regret the inconvenience caused. Most of our orders are based on a pre order basis in which we order the stock in to minimise waste.
We take your concerns seriously and are reviewing our processes to ensure we can provide more accurate delivery timelines and improve our overall service.
If there is anything we can do to assist you further or resolve this matter, please don’t hesitate to reach out directly. We greatly appreciate your feedback and hope we can provide a better experience in the future.
- Rathwood Customer Care Team
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